Credit Operations Supervisor
7 days ago
**Description**:
We are looking for an individual with excellent planning, organisational and supervisory skills who will supervise the combined Recoveries and QA teams within Credit Services.
The role will report into the Senior Manager for Outsourced Collections & Recoveries, with a dotted reporting line to the QA Manager within Credit Services.
Key Responsibilities
Manage work allocation for agents - ensure sufficient capacity across work tasks and dialer skills
Manage SLA’s, late coming and break time adherence
Workforce scheduling on Bluecube
Daily/Weekly/Monthly reporting on team productivity
New joiner training & onboarding
Quality Assurance monitoring of team
Analysing of audit data to highlight training needs and trends which can streamline operational efficiency of each dept
Ad hoc presentation of QA catch up meetings, calibration sessions and coaching interventions
Query resolution
General supervisory duties as determined by line management Qualifications and Experience
- Matric
Tertiary qualification advantageous
2 years supervisory experience within a call center environment
Experience working on Vision, Verint, Tableau and Presence advantageous Competencies
PC literate (Word, Excel, Outlook)
Exceptional verbal and written communication skills, together with a ‘can do’ attitude, and a hands-on team approach
High attention to detail
Coaching and/or team development skills
Pro-active, energetic and self-motivated
Focussed with a high level of concentration.
Qualifications and Experientric Tertiary qualification advantageous 2 years supervisory experience within a call center environment Experience working on Vision, Verint, Tableau and Presence advantageous Competencies
- PC literate (Word, Excel, Outlook) Exceptional verbal and written communication skills, together with a ‘can do’ attitude', and a hands-on team approach High attention to detail Coaching and/or team development skills Pro-active, energetic and self-motivated Focussed with a high level of concentration
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